BT One Voice SIP trunk UK

Transcription

1 BT One Voice SIP trunk UK Schedule to the General Terms Contents A note on we and you Service Summary Standard Service Components Service Options Service Management Boundary Associated Services and Third Parties Specific Terms and Conditions Our Obligations Your Obligations Notification of Incidents Invoicing Charges at the End of the Contract Service Amendment IP Addresses, Domain Names and Telephone Numbers On Time Delivery Service Availability Restoration Defined Terms British Telecommunications plc 2016

2 A note on we and you We, us and our mean BT. You and your mean the Customer. Phrases that refer to either, neither, each of us, both of us, we each or we both mean one or both of BT and the Customer, whichever makes sense in the context of the sentence. 1. Service Summary We will provide you with the BT One Voice SIP trunk UK service, comprising: the Standard Service Components; and any of the Service Options that are selected by you as set out in any applicable Order, (the Service ). BT One Voice SIP trunk Service is a network based public telephony service that can be used as an alternative to traditional products such as ISDN30 to make and receive voice calls. The Service is a public telephony service with centralised PSTN break-out and break-in that is compliant with Ofcom s regulatory requirements for such services. BT may provide both Dual Parenting and Site Aggregation. The Service will route all calls between your Sites On-Net, making these calls free of charge. 2. Standard Service Components We will provide you with all of the following standard service components ( Standard Service Components ) in accordance with the details set out in any applicable Order: Network Interconnection IP connectivity between your private network and the network where the SIP trunk service components are located. Point to VPN trunk connection (SIP trunk) Trunk Group Number range Maintenance Trusted connection between one IP Address at the Customer Equipment and each of the Session Border Controllers applicable for you. A logical grouping of one or more SIP trunks. A range of consecutive Phone Numbers, or single number. Prompt care. 3. Service Options We will provide you with any of the following options that are selected by you as set out in any applicable Order ( Service Options ) and in accordance with the details set out in that Order: SIP Channels We will configure SIP Channels for different traffic patterns and can be allocated at trunk level so that individual Sites can support multiple SIP Channels. You may order some or all of the following configurations: Page 2 of 15 British Telecommunications plc 2014 Page 2 of 15

3 Each trunk can only have one permanent Channel type (Intense, Normal or Dynamic) and each Trunk Group can only contain trunks of the same type. Pre-ordered Dynamic Channels may be on any trunk. Mapping of Number Ranges Call Routing You may map number ranges to specific trunks or specific Trunk Groups and specify the features to be applied at that level. Number ranges cannot be mapped to multiple Trunk Groups or to multiple trunks. You may specify how calls are routed into your estate. The routing options set out below are available. All the trunks in a Trunk Group will have the same routing option. A single trunk can only be mapped to one Trunk Group: Outgoing Call Barring You may bar outgoing calls to certain groups of destinations. Destination groups available include: Presentation Number You may configure Type 3 and Type 5 Presentation Numbers. Private Dial Plan The private dial plan option will provide the following features: BT One Voice Interworking We will provide the BT One Voice Interworking option if you have BT One Voice (Global) VPN outside of the UK. You may make calls to and from BT One Voice (Global) VPN On-Net. BT One Voice Anywhere A User may download the BT One Voice Anywhere Application. This will allow the User to make: Calls routed via your WAN will be On-Net, making these calls free of charge. The provider of the Wi-fi Network or Mobile Data Network may apply a charge for calls using the Wi-fi Network or Mobile Data Network which will appear on an invoice issued by the provider of the Wi-fi Network service or Mobile Data Network service. Page 3 of 15 British Telecommunications plc 2014 Page 3 of 15

4 We will provide the User with a Welcome Pack. The BT One Voice Anywhere Application is available with the following options: Maintenance You may select the Total Care maintenance service at an additional Charge as set out in the Order. 4. Service Management Boundary We will provide and manage the Service as set out in Parts B and C of this Schedule and as set out in the Order. The Service Management Boundary covers: the Port facing your WAN on the shared access PE Routers between the SIP trunk platform and your VPN connection; the interconnect between the SIP trunk platform and the UK PSTN; and for BT One Voice Anywhere, the web-based BT One Voice Anywhere Interface or the Smartphone interface, within the Service Management Boundary we are responsible for the interconnect from the PSTN to the SIP trunk platform, call routing, handoff to your VPN, management of the interconnect between the SIP trunk and the VPN, capacity management, call admission / security and publication in the directory and emergency services. ( Service Management Boundary ) We will have no responsibility for the Service outside the Service Management Boundary. We do not make any representations, whether express or implied, about whether the Service will operate in combination with any Customer Equipment or other equipment and software. 5. Associated Services and Third Parties You will have the following services in place that will connect to the Service and are necessary for the Service to function and will ensure that these services meet the minimum technical requirements that we specify; IP Connect UK and/or Ethernet Connect UK data network ( WAN ); compatible hardware and software. The Service can be used with a range of IP PBXs but cannot be provided for individual SIP phones. We will provide a list of IP PBXs that interoperate with the Service, on request; and for BT One Voice Anywhere, access to a: Page 4 of 15 British Telecommunications plc 2014 Page 4 of 15

5 (each an Enabling Service ). If we provide you with any services other than the Service (including, but not limited to any Enabling Service) this Schedule will not apply to those services and those services will be governed by their separate terms and conditions. We will not be liable for failure to or delay in supplying the Service if another supplier delays or refuses the supply of an electronic communications service to us and no alternative service is available at reasonable cost. 6. Specific Terms and Conditions Termination for Convenience For the purposes of 17 of the General Terms, either of us may, at any time after the Service Start Date and without cause, terminate the Service or any Order by giving 28 days Notice to the other. Minimum Period of Service At the end of the Minimum Period of Service, unless one of us gives Notice to the other of an intention to terminate the Service in accordance with the Contract, we will continue to provide the Service and both of us will continue to perform each of our obligations in accordance with the Contract. Access to Emergency Services You acknowledge and agree that the Service does not provide the ability for Users to call the emergency services by dialling 999 or 112 and that alternative arrangements should be made to cover this including the maintenance of a fixed telephone number. Service Exclusions We will not be responsible for performing any installation, configuration, monitoring or maintenance of any on-site equipment as part of the Service. We will not be responsible for performing any installation, configuration, monitoring or maintenance of the WAN as part of the Service. Page 5 of 15 British Telecommunications plc 2014 Page 5 of 15

6 7. Our Obligations Service Delivery Before the Service Start Date and, where applicable, throughout the provision of the Service, we: will provide you with contact details for the helpdesk that you will be able to contact to submit service requests, report Incidents and ask questions about the Service ( Service Desk ); will, where requested by you and at an additional Charge, test and approve an IP PBX(s) that is not included in the current list of IP PBXs that interoperate with the Service; will only progress the Order for Service if the VOIP enabled WAN service is capable of supporting the Service and the WAN service identifiers are made known to us. For IP Connect UK these are the Virtual Private Network number (VPNN) and fast provide Internal Protocol (FTIP) numbers. For Ethernet Connect UK the equivalent service identifiers are the ETHExxx/ETHNxxx numbers. If we decide that the VOIP enabled WAN cannot support the Service then you agree that we will cancel the Order without any further liability on our part; will set out your SIP trunk technical requirements on a CRF following receipt of your Order. Once completed, the CRF will be passed to our Order entry team who will submit your CRF online. We will configure the Service in accordance with the CRF; will provide you with a Port Date for transferring/porting numbers for use on the Service ( Customer Committed Date ), and will use commercially reasonable endeavours to meet any Customer Committed Date; will establish one data VPN to ensure there is transport layer connectivity between your Site and the SIP trunk platform; will create point to VPN trunk connection(s) to your WAN and define the connectivity between your WAN and the SIP trunk platform and will specify both the capacity and the calling capabilities of the connection(s). The total amount of SIP Channels defined at the SIP Trunk Group level is the total capacity available for receiving calls from the PSTN. In all cases, the number of Channels available at each Site will be limited by the connectivity capacity of that Site to the BT Network; and where BT One Voice Anywhere is included in the Order: Commissioning of the Service Before the Service Start Date, we will: configure the Service; arrange for numbers to be ported, transferred or for new numbers to be provided (as applicable); and on the date that we have completed the activities in this paragraph 7.2, confirm to you that the Service is available for performance of any Acceptance Tests as set out in paragraph 8.2. During Operation On and from the Service Start Date, we: will repair an Incident in accordance with our Prompt Care or, if applicable, Total Care maintenance service if we detect, or if you report an Incident. If you request us to provide support outside of the hours of coverage for the Prompt Care maintenance service and we agree to provide such out of hours work, you will be responsible for paying our additional Charges; Page 6 of 15 British Telecommunications plc 2014 Page 6 of 15

7 8. Your Obligations Service Delivery will maintain a web portal and server to provide you with online access to performance reports for management information statistics; and may carry out Planned Maintenance from time to time and will endeavour to inform you at least five Business Days before any Planned Maintenance on the BT Network and/or BT Equipment, however you agree that we may inform you with less notice than normal where emergency Planned Maintenance is required. Before the Service Start Date and, where applicable, throughout the provision of the Service by us, you will: provide us with the names and contact details of any individuals authorised to act on your behalf for Service management matters ( Customer Contact ), but we may also accept instructions from a person who we reasonably believe is acting with your authority; provide us with any information reasonably required without undue delay; complete any preparation activities that we may request to enable you to receive the Services promptly and in accordance with any reasonable timescales; inform us of any changes to geographic locations of calling numbers so that we can update our database that maps number ranges with your locations; ensure that you put appropriate measures in place to enable Users to call emergency services; ensure that you program your IP PBX accurately to convey correct location information to us during emergency calls; acknowledge and agree that your failure to comply with the requirements of paragraphs 8.1.4, and shall constitute a material breach of the Contract and that we accept no responsibility or liability to you in the event of your failure to comply with paragraphs 8.1.4, and 8.1.6; ensure that your IP PBX is SIP enabled and complies with our provided SIP interface specification. You will also inform us in advance of any changes to be made to the IP PBX that will or may affect your software version or revision level; remain responsible for the management of your WAN and ensure that there is sufficient capacity on your WAN for handling the intended amount of concurrent calls at each of the Sites; sign a shared access consent form to enable the SIP trunk platform to access your VPN for the purposes of enabling the Service; remain responsible for any Usage Charges incurred in using the Service; port an entire number range where you wish to port any ISDN30 number range; and where BT One Voice Anywhere is included in the Order: Page 7 of 15 British Telecommunications plc 2014 Page 7 of 15

8 Acceptance Tests After receiving Notice from us under paragraph 7.2.3, you will promptly carry out the Acceptance Tests for the Service. The Service will be deemed to have been accepted if you have not: Subject to paragraph 8.2.3, the Service Start Date will be the earlier of the following: In the event that the Acceptance Tests are not passed due to a direct act or omission of ours, we will remedy the non-conformance without undue delay and notify you that we have remedied the non-conformance, and inform you of the Service Start Date. Service Operation On and from the Service Start Date, you will: ensure that Users report Incidents to the Customer Contact and not to the Service Desk; ensure that the Customer Contact will take Incident reports from Users and pass these to the Service Desk using the reporting procedures notified to you by us, and will be available for all subsequent Incident management communications; monitor and maintain any Customer Equipment connected to the Service or used in connection with a Service; ensure that any Customer Equipment that is connected to the Service or that you use, directly or indirectly, in relation to the Service is: immediately disconnect any Customer Equipment, or advise us to do so at your expense, if Customer Equipment does not meet any relevant instructions, standards or Applicable Law; and 9. Notification of Incidents Where you become aware of an Incident: the Customer Contact will report it to our Service Desk; Page 8 of 15 British Telecommunications plc 2014 Page 8 of 15

9 we will give you a unique reference number for the Incident ( Ticket ); we will inform you when we believe the Incident is cleared, and will close the Ticket when: you confirm that the Incident is cleared within 24 hours of being informed; or we have attempted unsuccessfully to contact you, in relation to the Incident and you have not responded within 24 hours of our attempt to contact you. If you confirm that the Incident is not cleared within 24 hours of being informed, the Ticket will remain open, and we will continue to work to resolve the Incident. Where we become aware of an Incident, paragraphs 9.2, 9.3 and 9.4 will apply. 10. Invoicing We will invoice you for the Charges for the Service as set out in paragraph 10.2 in the amounts and currency specified in any Orders. Unless stated otherwise in an applicable Order, we will invoice you for: Installation Charges, on the Service Start Date; rectification by us where the Service (or the applicable part of Service) does not pass the Acceptance Tests except in accordance with paragraph 8.2.3; Recurring Charges, except Usage Charges, monthly in advance on the first day of the relevant month (for any period where Service is provided for less than one month, the Recurring Charges will be calculated on a daily basis); Usage Charges, monthly in arrears on the first day of the relevant month, calculated at the then current rates; and any Termination Charges incurred in accordance with paragraph 11 upon termination of the relevant Service. We may invoice you for any of the following Charges in addition to those set out in the Order: Charges for investigating Incidents that you report to us where we find no Incident or that the Incident is caused by something for which we are not responsible under the Contract; Charges for commissioning the Service as set out in paragraph 7.2 outside of Business Hours; Charges for restoring Service if the Service has been suspended in accordance with of the General Terms; Charges for cancelling the Service in accordance with 16 of the General Terms; Charges for expediting provision of the Service (or part of the Service), at your request after you have been informed of the Customer Committed Date; and any other Charges set out in any applicable Order or the BT Price List or as otherwise agreed between both of us. 11. Charges at the End of the Contract If you exercise your right under Clause 17 of the General Terms to terminate the Contract, one or more SIP Channel(s) or a number or a block of number ranges, or any Service for convenience, you will pay us: all outstanding Charges for Service rendered; and any other Charges set out in the Order. In addition to the Charges set out at paragraph 11.1 above, if you terminate during the Minimum Period of Service: for any parts of the Service that were terminated during the first 12 months of the Minimum Period of Service, Termination Charges, as compensation, equal to: Page 9 of 15 British Telecommunications plc 2014 Page 9 of 15

10 12. Service Amendment for any parts of the Service that were terminated after the first 12 months of the Minimum Period of Service, Termination Charges, as compensation, equal to 20 per cent of the Recurring Charges per SIP Channel or number or a block of number ranges for any remaining months of the Minimum Period of Service. You may request, by giving us Notice, a change to: an Order for the Service (or part of an Order) at any time before the applicable Service Start Date; or the Service at any time after the Service Start Date. If you exercise your right under paragraph 12.1, and except where a change results from our failure to comply with our obligations under the Contract, we will, within a reasonable time, provide you with a written estimate, including: the likely time required to deliver the changed Service; and any changes to the Charges due to the changed Service. We have no obligation to proceed with any change that you request under paragraph 12.1, unless and until we have both agreed in writing on the necessary changes to the Charges, implementation timetable and any other relevant terms of the Contract to take account of the change. If we change a Service prior to the Service Start Date because you have given us incomplete or inaccurate information, we may, in our reasonable discretion, apply additional reasonable one-time and/or Recurring Charges. 13. IP Addresses, Domain Names and Telephone Numbers Except for IP Addresses expressly registered in your name, all IP Addresses and Domain Names made available with the Service will at all times remain our property or the property of our suppliers and will be non-transferable. All of your rights to use such IP Addresses and/or Domain Names will cease on termination or expiration of the Service. We cannot ensure that any requested Domain Name will be available from or approved for use by the Internet Registration Authorities and we have no liability for any failure in the Domain Name registration, transfer or renewal process. You warrant that you are the owner of, or are authorised by the owner of the trade mark or name that you wish to use as a Domain Name. You are responsible for all fees associated with registration and maintenance of your Domain Name, and will reimburse us for any and all fees that we pay to any Internet Registration Authorities, and thereafter be responsible for paying such fees directly to the relevant Internet Registration Authorities. Page 10 of 15 British Telecommunications plc 2014 Page 10 of 15

11 14. On Time Delivery On Time Delivery Service Level Subject to paragraph , we will deliver the Service on or before the Customer Committed Date (the On Time Delivery Service Level ). For BT One Voice Anywhere, BT will provide a date on which delivery of BT One Voice Anywhere is due to start and will use commercially reasonable endeavours to meet any Customer Committed Date. On Time Delivery Service Credits Subject to paragraph , if BT does not meet the On Time Delivery Service Level, you may claim Service Credits ( On Time Delivery Service Credits ) in accordance with this paragraph You may claim On Time Delivery Service Credits by reporting any failure to meet the On Time Delivery Service Level to the Service Desk in accordance with paragraph 9 (Notification of Incidents), for each Business Day of delay equal to either: as applicable to deliver the Service (or the applicable part of Service), up to a maximum amount equal to the total Monthly Charges for the applicable part of Service. On Time Delivery Service Credits will not apply to BT One Voice Anywhere. Change to Customer Committed Date If we accept a request from you to amend an Order (or any part of an Order) before the Customer Committed Date in accordance with paragraph 12, we may provide you with a new Customer Committed Date for the Service (or the applicable part of Service), in which case the Delivery Service Level will only apply to the new Customer Committed Date. 15. Service Availability The Service is capable of supporting the following Service Availability and restoration targets for platform and call quality: Service attribute Voice Service Availability Voice Service Grade of Service Service target 99.99% measured annually 99.00% i.e. one call in 100 (1:100) fails Incidents are categorised as follows:- Category 1 - Low/minimal impact - short outage - a few seconds outage - i.e. individual voice calls or parts thereof affected. Category 2 - Medium impact Service outage of one-two hours, usually as a result of a component failure. Category 3 High impact - longer than two hours. No Service Credits will be payable by us for failure to meet any of the Service targets set out in paragraph Restoration Page 11 of 15 British Telecommunications plc 2014 Page 11 of 15

12 We will provide the Service in accordance with Prompt Care or, if applicable, Total Care. If you report an Incident in the Service, we will respond by: providing advice by telephone, including advice, where appropriate, as to tests and checks to be performed by you; and where possible, carrying out diagnostic checks from our premises. If you report an Incident and after investigating, we determine that either there is no Incident or that you have caused the Incident, we may apply a Charge to cover our costs and wasted expenditure. Page 12 of 15 British Telecommunications plc 2014 Page 12 of 15

13 17. Defined Terms In addition to the defined terms in the General Terms, capitalised terms in this Schedule will have the following meanings (and in the case of conflict between these defined terms and the defined terms in the General Terms, these defined terms will take precedence for the purposes of this Schedule): Acceptance Tests means those objective tests conducted by you, which, when passed confirm that you accept the Service and that the Service is ready for use save for any minor non-conformities, which will be resolved as an Incident as set out paragraph Allocated Number means a unique binary tree number which cannot be the extension of another number which is allocated to a User and is either a: details of which are set out in the Order. Application means the Software provided with BT One Voice Anywhere which is loaded onto Mobile Devices by you. "Availability" means the period of time when the Service is functioning. BT Network means the communications network owned or leased by us and used to provide the Service. BT One Voice Anywhere Interface means the user interface for BT One Voice Anywhere, by which a User can interact with BT One Voice Anywhere. BT One Voice (Global) VPN means a variant of the BT One Voice portfolio that offers a global voice private network for corporate telephony. BT One Voice Interworking means a functionality/feature whereby a customer that has both the BT One Voice SIP trunk UK Service as well as the BT One Voice service outside the UK can configure both these services such that calls can be made On-Net between the two. Business Hours means between the hours of 0800 and 1700 in a Business Day. Caller Line Identification or CLI means the number identifying the calling telephone number to the recipient of the call. Channel means the capacity used for one telephone call. Customer Committed Date has the meaning given in paragraph Customer Contact has the meaning given in paragraph Customer Equipment means any equipment including any software, other than BT Equipment, used by you in connection with a Service. Customer Requirements Form or CRF means the form that sets out the requirements for the Service agreed between both of us.. Domain Name means a readable name on an Internet page that is linked to a numeric IP Address. Dual Parenting means the configuration by which you receive the Service at two or more Sites where each Site provides back-up for each other. Dynamic Capacity means the capacity of a Channel available for activation at short notice to you. Enabling Service has the meaning given in paragraph 5.1. Ethernet Connect UK means the layer 2 Ethernet Wide Area Network (WAN) service connecting sites in the UK, marketed as our Ethernet Connect UK service which is provided under its own standard terms and conditions. Incident means an unplanned interruption to, or a reduction in the quality of, the Service or particular element of the Service. Page 13 of 15 British Telecommunications plc 2014 Page 13 of 15

14 Installation Charges means those Charges set out in the Order in relation to installation of the Service and/or any Customer Equipment and/or BT Equipment as applicable. Internet means a global system of interconnected networks that use a standard Internet Protocol to link devices worldwide. Internet Protocol or IP means a communications protocol for devices connected to the Internet that specifies the format for addresses and units of transmitted data. Internet Registration Authority means an internationally recognised organisation that logs the registered owners of Domain Names and manages Domain Name registries for the country or international community that it represents. IP Address means a unique number on the Internet of a network card or controller that identifies a device and is visible by all other devices on the Internet. IP Connect UK means our multi-protocol label switching based data VPN service known as IP Clear, marketed as our IP Connect UK service which is provided under its own standard terms and conditions. ISDN30 means Integrated Services for Digital Network, which is a set of communication standards for simultaneous digital transmission of voice, video, data, and other network services over the traditional circuits of the public switched telephone network. Microsoft means Microsoft Corporation, One Microsoft Way, Redmond, WA 98052, US. Microsoft Exchange means the Microsoft messaging system. Minimum Period of Service means a period of 12 consecutive months beginning on the Service Start Date, unless otherwise set out in an Order. Mobile Data Network means any 3G or 4G data service obtained by the Customer providing internet access from a Mobile Device. Mobile Device means a mobile handset meeting our technical specification or other computing device that meets the same specification, including a laptop and desk top computer, which are Customer Equipment. On-Net means a call that is routed between two Sites of the same customer on the same BT One Voice SIP trunk UK contract, or a call routed between two Sites of the same customer where one Site is on a BT One Voice SIP trunk UK contract and the other is on a BT One Voice contract. PBX means a Private Branch Exchange. PE Router means a Provider Edge router, which is a router between one network service provider's area and areas administered by other network providers. Phone Numbers means public telephone numbers in the UK (including Northern Ireland but excluding the Channel Islands) in the number space governed by Ofcom and attributed to communication providers for the purpose of enabling public telephony at a fixed location. In the context of this Schedule the geographic Phone Numbers are 01 and 02. Port means the point where the access is connected to the BT Network. Port Date means the date agreed with the outgoing communications provider upon which the porting of the telephone number(s) shall take place. Prompt Care means the level of maintenance service provided by us whereby we aim to respond to Incidents within four Business Hours. PSTN means Public Switched Telephone Network, which is the concentration of the world s public circuit switched telephone networks. Recurring Charges means the Charges for the Service or applicable part of the Service that are invoiced repeatedly in every payment period (e.g. every month), as set out in the Order. Service has the meaning given in paragraph 1. Service Desk has the meaning given in paragraph Page 14 of 15 British Telecommunications plc 2014 Page 14 of 15

15 Service Management Boundary has the meaning given in paragraph 4.1. Service Options has the meaning given in paragraph 3. Session Border Controllers means a SIP protocol aware network element that provides a security boundary between the outside and inside network. SIP means Session Initiation Protocol which is a technical standard specified in RFC 3261 and clarified in our PBX SIP Trunking CPE Interface Specification, available on request, used to initiate and terminate voice calls. SIP trunk means a logical connection created for the purposes of carrying voice and other media as IP traffic. SIP Channel means a channel within a SIP trunk. Site means a location at which the Service is provided. Site Aggregation means the ability to aggregate together the total telephony capacity rather than having dedicated telephony capacity at each Site. In doing so, the total telephony capacity can be smaller than the sum of the capacity at each Site without degradation of Service. Softphone means an Application, downloaded by a User that enables the User to make and receive calls rather than specifying a fixed or mobile extension. Standard Service Components has the meaning given in paragraph 2. Ticket has the meaning given in paragraph 9.2 and may also be known as a fault reference number. Total Care is a support package available for this Service, the terms of which can be found on Trunk Group means the logical combination of one or more SIP trunks and governs the total size of the combined SIP trunks as well as how incoming calls are distributed across the SIP trunks. Type 3 Presentation Number means a telephone number geographically remote from where the call is handed over to the Service. The number is generated by the User's equipment. We are unable to verify whether the location associated with the telephone number corresponds to the place where the User making the call is geographically located. Type 5 Presentation Number means a telephone number that identifies separate groups of callers behind a private network. Such a number is used to facilitate calling back to the group that made the call. The number is generated by the User s equipment and may be geographical as well as non-geographical. Usage Charges means the Charges for the Service or applicable part of the Service that are calculated by multiplying the volume of units that you used or incurred in a period (e.g. number of agents using the Service, or the number of minutes the Service was used for) with the relevant fee that is specified in the Order. Virtual Private Network or VPN means a network that appears private to your Users while being provided over network infrastructure that is shared with other customers. Voice Service Availability means the time the Service is available, measured annually as a proportion of the total elapsed time; excluding the underlying WAN and the PSTN. Voice Service Grade of Service means the ratio of number of successful calls against the number of call attempts. Voice-over-Internet Protocol or VOIP means delivery of voice and multimedia communications over Internet Protocol (IP) networks. WAN means for the purpose of this Schedule a suitable IP Connect UK and/or Ethernet Connect UK data network. Welcome Pack means the information sent to a User containing a URL, user name and password and instructions for BT One Voice Anywhere. Wi-fi Network means wireless local areas network services that are based on the Institute of Electrical and Electronic Engineers (IEEE) standards. Page 15 of 15 British Telecommunications plc 2014 Page 15 of 15